James P. Email & Phone Number

Managing a team of Data Engineers to enhance and maintain an enterprise level data-mart used to support the Insurance, Product & Portfolio arm of Suncorp.

Leading a group of skilled analysts in developing and delivering data driven insights across Suncorp’s Direct Distribution network.My team works with business areas and project teams to understand and interpret data points as well as develop capabilities to improve insights on customer performance.Insights obtained are used to drive strategies to improve customer experience, sales and productivity.

Melbourne, Australia

- Business systems analysis & requirements gathering- Benefits estimation, analysis & tracking- Project Lead- Portfolio management- Insights & reporting capability enablement- Data modelling, analysis & visualisation- Data architecture

Melbourne, Australia

- Partnered with channel owners, heads of, project leads & Chief Data Office teams to unpack business problems and provide insights and recommendations to maximise business outcomes- Managed a team of three Distribution Insights Advisors- Product, process & system SME for key projects & initiatives- Business Requirements gathering and documentation- Benefits estimation, analysis & tracking- Insights & Reporting Program of work management and prioritisation for Personal… Show more - Partnered with channel owners, heads of, project leads & Chief Data Office teams to unpack business problems and provide insights and recommendations to maximise business outcomes- Managed a team of three Distribution Insights Advisors- Product, process & system SME for key projects & initiatives- Business Requirements gathering and documentation- Benefits estimation, analysis & tracking- Insights & Reporting Program of work management and prioritisation for Personal Insurance Distribution- Customer journey mapping and insights Show less

Melbourne, Australia

- Worked within various brands (GIO, Suncorp, Apia, AAMI)- Implemented key performance metrics utilised today such as Paid to Call Variance, Paid Units Variance & Validated Retention Rate- Created Sales & Service Performance dashboards for front line Consultant & Leaders- Developed automated Leader Scorecards- Developed Contact Centre reporting suites encompassing sales, operational efficiency, people & financial performance results- Managed AAMI expense… Show more - Worked within various brands (GIO, Suncorp, Apia, AAMI)- Implemented key performance metrics utilised today such as Paid to Call Variance, Paid Units Variance & Validated Retention Rate- Created Sales & Service Performance dashboards for front line Consultant & Leaders- Developed automated Leader Scorecards- Developed Contact Centre reporting suites encompassing sales, operational efficiency, people & financial performance results- Managed AAMI expense reporting- Facilitated various reporting roadshows across QLD, NSW & VIC Contact Centres- Member of the Common Operating Model Committee where I helped the mass brands align to a common set of metrics, processes utilising the reporting suites I developed- Suncorp Aspire Award Finalist 2012 – Improving the Business Show less

- Managed weekly sales reporting for the GIO Contact Centres- Managed system on-boarding process for new recruits- Technical lead in developing the ‘Work from Home’ capability within the GIO Contact Centres- Addressed ad-hoc IT related issues for Contact Centre staff- GIO Awards Winner 2010 - Top Support Person

Melbourne, Australia

- Managed the performance and load balance of each dialler job utilising the Avaya Dialler- Managed & developed performance reporting for the Outbound Contact Centres- Leads forecasting- Resource planning & FTE budgeting for planned campaigns- Dialler user screen design and maintenance- Managed team of 2 Outbound Dialler Support Officers

Melbourne, Australia

- Conducted personal insurance policy health-checks to ensure accurate premium were calculated- Negotiate premium reductions with customers- Presented options to customers to retain their business- Managed and enhanced outcome reporting database- Produced monthly trend analysis reports to contact centre managers & other stakeholders

Melbourne, Australia

- Handle inbound sales and service related customer queries- Responsible for selling personal insurance products to new customers- Identify cross-sell and upsell opportunities- Amend existing personal insurance policies whilst educating customers on their insurance products

- Liaised with customers and Foxtel Quality Assurance supervisors to arrange surveys of specialty installation- Managed quotes and approvals of custom installations- Liaised with customers, Foxtel consultants and service contractors to rectify property damage complaints with varying degrees of severity- Same-day job allocations for service technicians

High School Certificate

Cert. 3 In Fitness

Certificate 3 Fitness

Foundation Certification, Business Analysis